Customer Support Manager

Genome is a fully digital financial platform that delivers everything users expect from traditional banking, faster, safer, and online. We are a Lithuania-based Electronic Money Institution licensed by the Bank of Lithuania, serving both businesses and individuals, primarily across the EU and beyond.Our platform offers a wide range of services, including dedicated IBAN accounts, payment processing, currency exchange, and local and international transfers (SEPA and SWIFT). Clients can manage their finances through a smart, intuitive dashboard available on desktops, as well as mobile apps for iOS and Android.Genome is looking for a Customer Support Manager !Key ResponsibilitiesDeliver exceptional support to our users across email (incoming/outgoing), live chat, social media channels and phone calls.Drive efficiency by creating/editing Macros, writing helpful FAQ articles, and proposing ways to improve our current support flows and chat.Act as the vital link between our clients and other departments, escalating technical issues and passing qualified leads to our Sales team.Handle administrative essentials, including preparing account confirmation letters, managing audit documents, and responding to VMI requests.Manage and process returned or destroyed payment cards, and conduct periodic debt monitoring (communicating professionally with debtors to ensure timely collections).Tackle special projects and other impactful tasks assigned by your Line Manager or the CEO.Skills & ExperienceYou have 1+ years of experience in Customer Service (experience in the Banking or Fintech industry is a massive plus!).You can juggle chat, email, and phone communications seamlessly, reacting quickly to changing priorities.You feel confident implementing new Customer Service processes and aren't afraid to suggest a better way of doing things.You have a strong customer orientation and the empathy/adaptability to handle different personality types with grace.You have a solid grasp of Excel and Google Sheets.You are fluent in both English and Lithuanian (written and spoken).BenefitsWe offer flexible working hours (you can start your day between 7.00 - 10.00 and finish it according to your shift). Our Customer support team works Monday - Friday from 8.00 until 20.00In our new office in Vilnius, start your day with a snack and a freshly brewed cup of coffee.We care about our employees health so we provide medical insurance after a successful probation period.We support your career growth and encourage you to consider open internal positions.We have smaller celebrations in our office (Company birthday and other memorable days).CompensationSalary range: €2000 - €2600 gross monthly*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience.Žalgirio g. 92-702, LT-09303, Vilnius, Lithuaniacareer@genome.eu